{"id":1452,"date":"2010-10-07T08:14:58","date_gmt":"2010-10-07T13:14:58","guid":{"rendered":"http:\/\/www.greatsociety.org\/?p=1452"},"modified":"2018-10-30T17:11:29","modified_gmt":"2018-10-30T21:11:29","slug":"customer-service-transcripts-7","status":"publish","type":"post","link":"https:\/\/greatsociety.org\/?p=1452","title":{"rendered":"Customer Service Transcripts #7"},"content":{"rendered":"


\nStroking out?<\/strong><\/p>\n

Cust: I want to order a desk copy.<\/p>\n

Me: Okay, you need to do that through the webpage. The place to go to is (web address), then select “course adoption” in the menu.<\/p>\n

Cust: We can’t do this over the phone?<\/p>\n

Me: No. You need to order through the webpage.<\/p>\n

Cust: I’m on the webpage.<\/p>\n

Me: Okay…<\/p>\n

Cust: What do I do?<\/p>\n

Me: You’re on (web address)?<\/p>\n

Cust: …no…<\/p>\n

Me: Then please go to that address.<\/p>\n

Cust: Okay…<\/p>\n

Me: Now select course adoption on the menu.<\/p>\n

Cust: But…this is for desk copies…<\/p>\n

Me: Yes. I\u2019m sorry, that\u2019s what you were asking about, right?<\/p>\n

Cust: Not — but… I…uh… Oh…Hmmm…<\/p>\n

Me: Sorry?<\/p>\n

Cust: Oh! Ah. But I…. Um… Ugh. I– Uh…<\/p>\n

Me: Are you okay?<\/p>\n

Cust: Uh…I…uh…<\/p>\n

(This goes on for about a minute, and then I terminate the call.)<\/p>\n

Playing coy<\/strong><\/p>\n

Cust: I\u2019d like to place an order (gives her name and ID number).<\/p>\n

me: Okay, I have you here. Is that going to (address)?<\/p>\n

Cust: I guess so.<\/p>\n

Me: You guess so?<\/p>\n

Cust: I don’t know.<\/p>\n

Me: You are (name)?<\/p>\n

Cust: Yes.<\/p>\n

Me: And you’re at (address)?<\/p>\n

Cust: Uh…I guess.<\/p>\n

Me: So that’s where you want the book shipped?<\/p>\n

Cust: I guess so.<\/p>\n

Me: Do you or do you not want to use that address?<\/p>\n

Cust: I don’t know.<\/p>\n

Me: Well, I need an address.<\/p>\n

Cust: Just use whichever one you have.<\/p>\n

Me: (I verify the address again)<\/p>\n

Cust: Okay.<\/p>\n

Me: So it’s okay so send the book there?<\/p>\n

Cust: I don’t know. Maybe.<\/p>\n

Just a little Bi-Polar<\/strong><\/p>\n

Cust: Do you have the (book) in software?<\/p>\n

Me: In software?<\/p>\n

Cust: Is it electronic?<\/p>\n

Me: No, I’m afraid not.<\/p>\n

Cust: Oh… Well, what are the differences between this current edition and the last one?<\/p>\n

Me: There are many changes, and we’ve set up a free tutorial online at —<\/p>\n

Cust: Do you have the list of changes in software?<\/p>\n

Me: Well, we have them online, yes.<\/p>\n

Cust: What’s the difference between this current edition and the last one?<\/p>\n

Me: Uh… Well…we have a list of changes online and —<\/p>\n

Cust: But it is not electronic?<\/p>\n

Me: The list of changes is online. The book is only available in print.<\/p>\n

Cust: Then how are we supposed to do it?<\/p>\n

Me: Do it?<\/p>\n

Cust: (ranting and screaming) THIS IS TERRIBLE! TERRIBLE! GIVE THEM THAT FEEDBACK! THIS IS HORRIBLE THAT YOU DON’T OFFER THIS! (suddenly calm) I want to talk to a supervisor.<\/p>\n

You Suck<\/strong><\/p>\n

Customer: Hello, I\u2019d like to change my address.<\/p>\n

Me: Okay, I can help you out there. What\u2019s your member number?<\/p>\n

Cust: (silence)<\/p>\n

Me: Hello?<\/p>\n

Cust: Yes?<\/p>\n

Me: What\u2019s your member number?<\/p>\n

Cust: (silence)<\/p>\n

Me: Or I can look you up by name.<\/p>\n

Cust: (gives his name)<\/p>\n

Me: Okay. And I have the old address as (address).<\/p>\n

Cust: (silence)<\/p>\n

Me: Is that your old address?<\/p>\n

Cust: Yes.<\/p>\n

Me: Okay, I can go ahead and take the new address.<\/p>\n

Cust: (silence)<\/p>\n

Me: The new address is\u2026?<\/p>\n

Cust: You probably already have it.<\/p>\n

Me: It\u2019s (I read off the address again)?<\/p>\n

Cust: No.<\/p>\n

Me: Okay.<\/p>\n

Cust: (silence)<\/p>\n

Me: I can go ahead and take the new address.<\/p>\n

Cust: I\u2019m sure you have it already.<\/p>\n

Me: We don\u2019t.<\/p>\n

Cust: Wow. You suck. (hangs up)<\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[45,13],"tags":[266,263,400],"class_list":["post-1452","post","type-post","status-publish","format-standard","hentry","category-crazy-customers","category-wage-slave","tag-crazy-customer","tag-customer-service","tag-wage-slave"],"_links":{"self":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts\/1452","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1452"}],"version-history":[{"count":3,"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts\/1452\/revisions"}],"predecessor-version":[{"id":1485,"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts\/1452\/revisions\/1485"}],"wp:attachment":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1452"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1452"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1452"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}